Expert Support Engineer- Program Manager - Support

Scope :

• Program Manager is responsible for leading and governing multiple complex engagements within the Surround Support portfolio. This role will be responsible for driving end-to-end program execution, stakeholder alignment, and delivery excellence across multiple customer accounts and cross-functional teams. 

•   The Program Manager acts as a strategic interface between customers, delivery teams, and leadership, ensuring high-quality service delivery, proactive risk management, and continuous improvement across all engagements.

What will you do :

• Lead and manage multiple concurrent programs/projects across Surround Support engagements 

• Establish robust governance frameworks including cadence calls, reporting, and risk management 

• Act as the primary interface for senior customer stakeholders, Account Leads, and internal leadership 

• Build strong relationships across Product Development (PD), Platform Engineering (PE), and Support teams 

• Provide executive-level updates, EBR/QBR inputs, and program status reports 

• Oversee program planning, resource allocation, and capacity management 

• Ensure alignment across multiple workstreams, dependencies, and delivery milestones 

• Track and manage risks, issues, mitigation plans, and escalations 

• Drive initiatives to improve operational efficiency, automation, and process maturity 

• Promote best practices in incident management, batch monitoring, and service delivery 

• Identify opportunities for optimization, cost efficiency, and value realization 

What we are looking at :

• 15+ years of experience in IT services, support, or program management roles and AI 

• Proven track record of managing large-scale, multi-project programs 

• Experience in customer-facing roles with enterprise clients 

• Certifications preferred: PMP / PgMP / PRINCE2 

• Bachelor’s degree required; Master’s degree preferred 

• Strong expertise in programming methodologies (Agile, Waterfall, Hybrid) 

• Proven ability to manage large, complex, multi-customer programs 

• Excellent stakeholder management and executive communication skills 

• Strong analytical and problem-solving capabilities 

• Ability to operate effectively in a 24x7 global delivery model